The Customer Success Pro Podcast Stop Doing Check In Calls and Turn Every Customer Conversation Into A Value Call
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Mar 11, 2026 They argue why routine check-ins fail and how pressure to prove ROI is changing customer success. The conversation covers risks of being an order-taker and the myth that happiness equals success. Practical mistakes in value conversations are highlighted. A three-part value-call structure is shared to re-anchor outcomes, show progress, and set the next milestone.
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Customer Success Must Prove Business Outcomes
- Customer success has shifted from relationship maintenance to driving measurable business outcomes.
- Anika Zubair argues that check-in language like "any blockers" is outdated and makes CSMs reactive rather than strategic.
Renewals Depend On Business Outcomes Not Sentiment
- Renewals are now decided on business outcomes achieved, not sentiment or product usage alone.
- Anika notes executive stakeholders increasingly ask "what value are we actually getting" during budget reviews.
Check-In Calls Create False Security
- Check-in calls feel safe and are easy to measure, but they maintain relationships rather than drive growth.
- Anika argues relying on check-ins turns CSMs into order takers and leaves renewals and expansion vulnerable.